How do I appeal a blocked account?

Our systems automatically block accounts that show signs of suspicious activity. That check isn't perfect, and it sometimes catches real members. Identity verification is how you show us you're a real person, so we can restore your account.

We work with Persona, an identity verification company, to run the check. You upload a photo of a government-issued ID and record a brief selfie video, and Persona confirms the ID is genuine and that the person holding it is you. For what happens to those images afterwards, see What happens to my ID and selfie when I verify?

How to tell whether your account qualifies

Sign in as usual. If your account is blocked, you'll see a screen titled Access to your account has been blocked. If your account qualifies for appeal, you'll see the option to tap a Verify my identity button.

If you don't see that button, your account was blocked for a reason identity verification doesn't resolve. For your security, we don't share which automated check flagged an account.

What you'll need

• A valid, unexpired government-issued photo ID. We accept a driver's license, state ID, passport, passport card, permanent resident card, or non-citizen travel document.
• A phone, tablet, or computer with a working camera.
• A few minutes in good lighting, and the physical ID itself rather than a photocopy or a photo of a photo. The check is built to catch copies and will reject them.

Verify your identity in the iPhone app

Identity verification works in the JSwipe app on iPhone.

1. Open the JSwipe app on your iPhone and sign in the way you usually do.
2. On the blocked-account screen, tap Verify my identity.
3. Persona, our identity verification partner, opens inside the app. Confirm the country your ID was issued in, then choose your ID type.
4. Photograph the front of your ID, and the back if Persona asks for it. Hold it flat and steady, with even lighting, so the text is easy to read.
5. Review the photo. Tap Use this photo if it's clear, or Retake photo to try again.
6. When prompted, start the selfie check. Center your face in the frame and follow the instructions.
7. Stay in the app until verification finishes. Don't close it partway through.

If you don't see the Verify my identity button, update the JSwipe app to the latest version from the App Store, then try again.

Verify your identity in the Android app

Identity verification works in the JSwipe app on Android.

1. Open the JSwipe app on your Android phone or tablet and sign in the way you usually do.
2. On the blocked-account screen, tap Verify my identity.
3. Persona, our identity verification partner, opens inside the app. Confirm the country your ID was issued in, then choose your ID type.
4. Photograph the front of your ID, and the back if Persona asks for it. Hold it flat and steady, with even lighting, so the text is easy to read.
5. Review the photo. Tap Use this photo if it's clear, or Retake photo to try again.
6. When prompted, start the selfie check. Center your face in the frame and follow the instructions.
7. Stay in the app until verification finishes. Don't close it partway through.

If you don't see the Verify my identity button, update the JSwipe app to the latest version from Google Play, then try again.

Verify your identity on the web

1. Go to the JSwipe website and sign in the way you usually do.
2. On the blocked-account screen, select Verify my identity.
3. A Persona window opens. Confirm the country your ID was issued in, then choose your ID type.
4. Photograph the front of your ID, and the back if Persona asks for it. Hold it flat and steady, with even lighting, so the text is easy to read.
5. Review the photo. Select Use this photo if it's clear, or Retake photo to try again.
6. When prompted, start the selfie check. Center your face in the frame and follow the instructions.
7. Stay on the page until verification finishes. Don't close the window.

If verification passes

• Your account is restored automatically. You don't need to contact us.
• Restoring your account can take a few minutes. If you still see the blocked screen right after finishing verification, close the app or browser tab and reopen it a few minutes later.
• Your profile, matches, and conversations come back as they were.
• Automatic renewal on any subscription you bought on the JSwipe website is reinstated at the same time.
• Subscriptions bought through the App Store or Google Play are managed by Apple or Google rather than by us. Check your subscription status there if you're unsure.

If verification doesn't pass

You can try again. ID photos often fail for fixable reasons: glare on the ID, a blurry photo, a cropped edge, or a dark selfie.

If it still doesn't work, contact Customer Support and a member of our team will review your account. Please don't send photos of your ID to us by email — Persona is the only place to upload it.

Blocks that can't be appealed this way

• Chargebacks. If a payment to us was disputed with your bank or card issuer, the account stays blocked. See Why is my account blocked?
• Breaking our Terms of Use. Blocks for behavior that breaches our terms or our community guidelines are decided by our Trust & Safety team and aren't resolved by identity verification.
• In both cases, any subscription bought on the JSwipe website is cancelled and won't renew. If you subscribed through the App Store or Google Play, that subscription is managed by Apple or Google — cancel it directly with them to stop any further charges.

Need help?

If you're not sure why your account is blocked, or verification isn't working for you, contact Customer Support.